Service Coordinator

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated Service Coordinator to join our security business unit.

Primary Responsibilities:

• Review all Service Agreement Contract Documents
• Order 3PA's as needed for Agreements
• Setup Agreements in Dynamics (includes proper highlight notes, booking setups, etc)
• Agreement billing
• Agreement tracking and reporting
• SMA Invoice review for Agreements in Vision 360
• Assist with collections efforts on Agreement billings
• Create and process all Warranty Agreement
• Service Job setup
• Monitor equipment received email and coordinate scheduling with STL
• Create and maintain Service On-call schedule
• Responsible for processing incoming customer service requests via Dynamics/BC
• Monitor Service email Inbox and phone call queue, as well as corresponding to Service Delivery Specialists any issues or inquiries from client requests.
• Scheduling all non-Agreement service calls for Healthcare Clients
• Review all assigned service calls daily for updates and address any return visit needs
• Close out assigned service calls after daily review - review billing and provide notes to Billing Team for invoicing
• Providing additional support to all Service Team Leads and Client Success Managers (preparing quotes, process parts orders, cover for STL vacations, etc)
• Identifying any possible upgrade opportunities and provide all details to Solutions Architect for quoting
• Provide Not to Exceed Labor Quotes as needed
• Assist with Test and Inspection report completion as needed
• Other duties may include: train new employees (Admin Assistants/New Service Coordinators), assist with Parts Only orders monitoring, monitoring workflow buckets as needed, etc.

Basic Qualifications:

• Bachelor's Degree
• Prior experience dispatching or field experience
• Must be proficient with MS Outlook, Word, & Excel
• Must have a high energy level with a focus toward customers
• Must have strong communication skills
• Must have good organizational skills with attention to detail

Preferred Qualifications:

• Prior experience with reporting or quoting is a plus
• Prior experience receiving incoming calls and/or emails is a plus

Physical Requirements:

• Must be able to see and hear (naturally or with correction); speak clearly; coordinate eye-hand movements and use fingers skillfully; sit for long periods of time

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.